Transcribe a Call

AI (artificial intelligence) call transcription converts a live conversation between you and the other party into readable text as the call happens. When the call ends, it can also produce an automatic summary so you can review what was discussed without replaying the recording.

Before you begin

Confirm the following before you try to transcribe a call:

Phone system

• The system firmware is version 84.20.0.74 or later.
• Your administrator has turned on Call Transcription for your extension.
• Enough transcription time remains on the account for AI transcription to run.

Caution

Transcription time is a limited account resource. If the account has none left, AI transcription will not run, so confirm time is available before you rely on it for an important call.

Cloud Voice App (Desktop)

• You are running version 1.15.3 or later.

Transcribe an active call

1. While a call is connected, click AI Transcription to open the transcription panel.

   

2. Set up transcription to suit the call.

   

   a. Switch on AI Transcription. Once it is on, both sides of the conversation are transcribed into text in real time.

   Note

   When Automatic Call Transcription is enabled, transcription begins on its own each time your extension joins a one-on-one call. See Configure AI Call Transcription for details.

   b. Optional: Use the language drop-down list to change the transcription language for the current call.

   Note

   On internal calls between two extension users, only one party’s language setting takes effect, and the language option is hidden for the other party:

   • If both parties have Automatic Call Transcription enabled, the caller’s language setting is used.
   • Otherwise, the language chosen by whoever starts AI Transcription first is used.

What you get

• The conversation is transcribed live and appears in the panel on the right as the call continues.

  

  Tip

  To find specific wording in the transcript, click the search icon next to the language drop-down list. Matches are highlighted.

• After you hang up, the AI-generated summary and transcript are available in the call log. A transcribed call is flagged with an icon.

  Note

  Whether a summary is generated and shown automatically depends on how your administrator has configured the phone system.

  

  Tip

  You can work with the summary and transcript after the fact:

  • Edit the summary by clicking in the Summary section, then click Save in the top-right corner when you are done.

    

  • Copy the summary by clicking in the Summary section.

  • Search the transcript by clicking in the Transcript section.

  • Download the summary or transcript by clicking and choosing a file type.